Jamie Swanborough
Orpington,Kent
Summary
Driven individual with knack for leadership and problem-solving. Demonstrates strong communication and organisational skills, coupled with deep understanding of customer service principles. Poised to enhance team performance and elevate customer satisfaction.
Offering strong organisational skills and customer-focused mindset. Knowledgeable about team leadership and conflict resolution, with strong communication and problem-solving abilities. Ready to use and develop skills in project management, customer service, and team coordination.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work history
IT Services Manager
Formula 1
03.2025 - Current
- Led IT service desk operations by coordinating support requests and ensuring timely resolutions.
- Collaborated with cross-functional teams to implement IT solutions that enhanced overall service delivery.
- Assisted in managing IT infrastructure by maintaining hardware and software inventory for optimal performance.
- Developed user training materials and conducted sessions to improve staff proficiency with IT systems.
- Managed vendor relationships to ensure high-quality service and support for IT systems and applications.
- Implemented best practices for IT service management to enhance operational efficiency and effectiveness.
- Led team meetings to set performance goals and review progress regularly.
IT Service Desk Supervisor
Formula 1
03.2024 - 03.2025
- Supervised daily operations of IT service desk, ensuring efficient ticket resolution.
- Coordinated training sessions for new team members to enhance service delivery.
- Implemented best practices for incident management to improve customer satisfaction.
- Monitored performance metrics to identify areas for improvement within team workflows.
- Assisted in developing knowledge base articles to streamline troubleshooting processes.
- Organised regular team meetings to discuss updates and foster collaboration.
- Coordinated with other supervisors to maintain consistency across shifts.
- Organised team resources, resulted in improved project timelines.
- Monitored employee attendance records for maintaining discipline within the team.
- Implemented company policies effectively, maintained high standards of service delivery.
- Assisted in the recruitment process for hiring quality staff members.
- Led team meetings, ensured clear communication amongst all members.
- Provided constructive feedback to staff for improved performance levels.
- Trained new hires and set up mentoring relationships to drive team performance.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
IT Support Analyst
Formula 1
11.2021 - 03.2024
- Provided technical support to end-users for software and hardware issues.
- Resolved network connectivity problems through systematic troubleshooting and analysis.
- Assisted in the implementation of IT policies and procedures for improved efficiency.
- Collaborated with cross-functional teams to enhance IT service delivery and support.
- Maintained documentation of IT support activities and user interactions for future reference.
- Provided technical support for improved user experience.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Answered user questions about hardware and software operation to help resolve problems.
- Prepared equipment for staff use, installing cables, operating systems, and software.
IT Service Desk Analyst
Formula 1
11.2019 - 11.2021
- Provided first-line support for technical issues by troubleshooting software and hardware problems.
- Collaborated with teams to resolve complex incidents through effective communication and problem-solving skills.
- Documented and tracked service requests using ticketing systems to ensure timely resolution of user concerns.
- Assisted in developing user guides and training materials to enhance end-user knowledge of systems and processes.
- Conducted regular audits of IT assets to maintain accurate inventory and ensure compliance with organisational policies.
- Participated in team meetings to share insights and contribute to ongoing improvements in service desk operations.
- Responded promptly to user inquiries via multiple channels, ensuring a professional and courteous approach at all times.
- Ensured smooth operation of office hardware such as printers and scanners through routine maintenance checks.
- Provided technical support to colleagues, enhancing productivity.
IT Service Desk Analyst (placement year)
Wanstor
07.2017 - 08.2018
- Provided technical support to users, resolving hardware and software issues efficiently.
- Assisted in troubleshooting network connectivity problems, ensuring minimal disruption to services.
- Documented user inquiries and solutions in ticketing system, improving knowledge base for future reference.
- Collaborated with cross-functional teams to enhance IT processes and streamline service delivery.
Education
Bachelor of Science - Computer Science with a Year in Industry
University of Kent
Canterbury 09.2015 - 06.2019
Skills
- Technical documentation writing
- Service quality assurance
- Technical support knowledge
- Service level agreement management
- Budgeting and forecasting
- Service quality standards
- Cloud computing basics
- Customer Service
- Team Leadership
- Process Improvement
- Service-orientated
Affiliations
- Hiking
References
References available upon request.
Timeline
IT Services Manager
Formula 1
03.2025 - Current
IT Service Desk Supervisor
Formula 1
03.2024 - 03.2025
IT Support Analyst
Formula 1
11.2021 - 03.2024
IT Service Desk Analyst
Formula 1
11.2019 - 11.2021
IT Service Desk Analyst (placement year)
Wanstor
07.2017 - 08.2018
Bachelor of Science - Computer Science with a Year in Industry
University of Kent
09.2015 - 06.2019